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Staff Associate Work Center Tech Supt

Bengaluru, India

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Job Description:

  • Expertise in Performing network triage at Tier 1.5
  • Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
  • Responsible for all Customer Call receipt
    • Call receipt (first point of contact for Customers for problem recording)
    • Customer verification
    • Call problem validation and documentation
    • Initial technical problem analysis during Live Call handling
  • Ensure Pro-active network monitoring
    • Customer Alarm Tracking System alert monitoring and trouble ticket generation
    • Problem diagnostics
    • Initial Customer call
  • Ticket Management
    • Status customer on a regular basis
    • Work with internal support groups and recommend diagnostic tests based on degree of service impairment
    • Access provider management and associated escalations
    • Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for sectionalization and testing plans.
    • Escalate ticket according to process based on the established intervals. 

Technical Skills:-

  • Network troubleshooting/engineering experience
  • Strong Knowledge Cisco & Juniper Routers/Switches, routers
  • Experience in LAN Switching, routing
  • Very Good Knowledge on LAN and WAN networks, circuits
  • Knowledge on WAN/LAN Technologies – Cisco, Juniper - Switches, Routers, WLC, WAPs, . Load Balancers, Firewalls, WAN Circuits, Call manager,
  • VoIP Call Manager skills – Cisco, Nortel, Avaya - Call Forwarding, Caller ID’s/CNAMs, Hunt Groups, Conferencing features, Time of day routing, Call groups, Call monitoring, audio and/or application-related issues, account issues.

Professional Skills:-

  • Excellent communication skills (verbal & written, technical & interpersonal)
  • Excellent telephone manner
  • Excellent problem solving skills
  • Highly skilled in the use of PC systems and applications
  • Resourcefulness and flexibility, 24X7 working environment. Predominantly US Business hours
  • Ability to work well in a team

Weekly Hours:

40

Time Type:

Regular

Location:

Bangalore, Karnataka, India

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.

Job ID R-51259 Date posted 01/16/2025
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Benefits

Your needs? Met. Your wants? Considered. Take a look at our comprehensive benefits.

  • Paid Time Off
  • Tuition Assistance
  • Insurance Options
  • Discounts
  • Training & Development

Learn more about benefits

Our hiring process

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Assessments

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Interview

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Conditional Job Offer

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